Open-Box Service, Returns & Replacement Policy

1. Open-Box Service Protocol

• For eligible categories, Virtual Dukaandars must encourage customers to perform open-box inspection at the time of delivery.
• Customers may thoroughly check the product for damages, defects, or mismatches before accepting.
• If the customer refuses open-box service, the Virtual Dukaandar must not pressure or force them. Delivery should be completed normally, and the refusal must berecorded in the Dashboard..
• Important: If a customer refuses open-box service and later requests a return, such a request will not be entertained (except for defective/wrong deliveries where PincodeKart may intervene).

2. Customer Rights at Delivery

During open-box inspection, customers can:

• Reject products that are defective, damaged, mismatched, or not as described.
• Refuse wrong items delivered.

If rejected during delivery, the product will be returned immediately, and the customer will not be charged.

3. Handling Returns, Replacements, and Defective Products

Return & Replacement Policy

• Customers must be given the right to return or replacement immediately during the open-box inspection (applicable categories only).
• In case of a conflict during delivery, the Virtual Dukaandar may submit proof within 7 days, after which PincodeKart will make the final decision.

Return Eligibility

Returns will only be accepted if:

• The product is mismatched,
• The product is defective or damaged,
• The product is not as described on the platform, or
• The wrong product was delivered.

Non-Returnable Products

The following cannot be returned under any circumstances:

• Perishable or time-sensitive items,
• Personalized or custom-made products,
• Hygiene-sensitive items (such as cosmetics, innerwear, etc.),
• Any other categories specifically listed as Non-Returnable Products on PincodeKart.

4. Replacement Eligibility

A replacement request is valid only if:

• A mismatched product was delivered,
• The size is incorrect, or
• The product quality does not match the description or images on the platform.

5. Return Processing & Responsibilities

• Virtual Dukaandars must carefully inspect all returned products.
• They must capture clear photos/videos of the product condition and upload them to the Dashboard for verification.
• PincodeKart will verify the claim before processing any return or replacement.

6. Conflict Resolution

• In case of disputes, Virtual Dukaandars may upload evidence (photos/videos) within 7 days of delivery.
• PincodeKart will review the case and make the final binding decision.

7. Customer Support

Customers can contact PincodeKart Support via phone, email, or live chat for assistance regarding open-box deliveries, returns, or replacements.